Quality Assurance and Incident Manager

US-IA-Des Moines
Req No.


We are looking for a Quality Assurance and Incident Manager to join our team!

If you're a true team player that embraces change and are willing to roll up your sleeves and drive the ultimate success of a variety of challenging projects, tasks and initiatives, we'd like to speak with you.


  • Provides management leadership to the Quality Assurance team. Is responsible for the tracking and monitoring of errors and resolution though the quality & testing cycles. Creates and maintains a collaborative environment as it relates to our internal clients.
  • Provides support to department Director for Incident Management activities which includes; creating, leading, and maintaining RCAs (Root Cause Analysis), initiating and managing Severity 1 or 2 internal bridges, documenting incidents, working with internal departments for escalations, and working directly with external vendors.
  • Responsible for team culture, business unit budget, quality, workflow, training, projects, daily tasks and communication with operations support teams.
  • Responsible to maintain service levels and collaborate for results to maintain the highest level of client satisfaction.
  • Oversees the development, coordination, planning and implementation of new processes and procedures to enhance user experience and create efficiencies of program changes. Provides feedback to all involved individuals.    
  • Develops and leads a team of professionals by hiring & retaining staff, establishing performance expectations, mentoring and coaching behaviors, driving results and communicating effectively.  
  • Proactively pursues development opportunities and demonstrates expected progress on learning plan by documenting and training others within CO-OP.
  • Actively supports CO-OP’s strategic future, culture and leadership practices and Brand Promise.


  • Bachelor’s degree in related field or equivalent experience in operations.
  • 5+ years of experience in quality assurance, methodologies and policies.
  • 5+ years of experience as a manager and strong leadership skills.
  • Experience building a quality assurance department, including quality standards and procedures.
  • Proficiency with technology and the ability to learn and use new systems quickly.
  • Customer Service expertise
  • Regulatory/compliance knowledge
  • Strong ability to effectively communicate verbally and in writing, to include presentation skills and the ability to communicate at all levels the organization.
  • Ability to maintain effective working relationships with department management, staff and external business partners.
  • Demonstrated willingness to be flexible and adaptable to changing priorities.
  • Ability to multi-task several work deliveries; set priorities and meet deadlines with little supervision; desire to take ownership of assigned work, take initiative and drive to results.
  • Proven leadership and problem solving skills.
  • Coaching and team building skills
  • Detail Oriented

If you are highly motivated, team oriented, and would enjoy the diversity of challenges and opportunities, please submit your resume, cover letter, and salary requirements.

About Us

CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.


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